12 - 14 November, 2019
| Hilton London Olympia , London, United Kingdom
CONFERENCE DAY ONE (13 NOVEMBER)
8:00 - 9:00
REGISTRATION AND WELCOME COFFEE
9:00 - 9:20
WELCOME & CHAIRMAN INTRODUCTION
9:20 - 9:50
BEYOND CX: VALUE CREATION IN AN AI WORLD
Andy Wilkins -
CEO & Co-Founder of vision4health,
BE Advisory
In this opening keynote, Andy will discuss the main ideas we will explore throughout the next two days, which underline every innovation decision you will be making:
· Why status-quo thinking is not enough
· Moving beyond CX to value creation
· The importance and challenges of goal alignment
· The key to sustainable value creation
9:50 - 10:20
AI AND CUSTOMER EXPERIENCE: WHY ETHICS IS CRITICAL
Charles Radclyffe -
Head of AI,
Fidelity International
“Move fast and break things” describes Mr Zuckerberg’s approach to world-conquering technology, but also describes a toddler let loose in a new environment. If we’re serious about developing AI to improve customer experience, then we need to be grown-up about it; especially those of us in regulated industries. We need to try to “move fast” where possible, but never, ever “break things”.
This presentation describes the digital ethics journey of Fidelity International, a leading wealth and asset management firm that operates globally. Charles describes how AI ethics needs to be thought of as separate to risk and safety issues, such as ‘explainability’, ‘transparency’ and bias; and why it’s critical to get right if you are to win the trust of customers and colleagues in the quest for delivering AI innovation.
10:20 - 11:00
TABLE DISCUSSION: WHERE DO YOU STAND?
Andy Wilkins -
CEO & Co-Founder of vision4health,
BE Advisory
In your roundtable groups, you will be given 30 minutes to discuss the following scenario: “Your CEO has become aware that AI is playing a pivotal role in the future of customer experience and success of your business. You have been invited to the board meeting to make a case of three areas to invest in to ensure a successful AI-driven customer experience future of your company.” You will take time sharing ideas with your group members and compile three components, which you should be ready to explain. You will then take 10 - 12 minutes to share the outcomes with each group in the room.
11:00 - 11:30
NETWORKING MORNING BREAK
11:30 - 12:00
A ROBOT FOR THE EMOTIONAL ASPECT OF DATA COLLECTION AND ANALYSIS
Martin Kurze -
Director, Research & Innovation, T-Labs,
Deutsche Telekom
Knowing your customer is not just a requirement of your compliance department, it is also a great way to identify needs and opportunities to create that ultimate customer value. Who knows your customer better than his or her family? A small, humanoid and emotional appealing robot, positioned as a family member (not a ‘device’) could bridge the emotional gap between you and your customer.
This talk will present and discuss huge opportunities and huge responsibilities that are coming with data collection and analysis. We will explore how to open up additional emotional conversation channels with your customers, and how to act on that data, helping you build intimacy with your customer through technology.
12:00 - 12:30
CUSTOMER SERVICE RESOLVED
Chris Kellner -
VP Sales & Partnerships,
DigitalGenius
Automating your customer service can seem impersonal, especially in an era where the customer expects more. However, if you could put your customer support on autopilot, better understand conversations and automate repetitive processes freeing up more time to truly delight your customers, you would, right? If this is something you’re keen on exploring further then join us for this eye-opening discussion from DigitalGenius, who are already helping dozens of customers such as KLM, The Perfume Shop and NN Bank achieve incredible levels of customer satisfaction, all whilst saving on typically high operational costs.
12:30 - 13:00
HOW TO USE DATA TO CREATE THE IDEAL CUSTOMER EXPERIENCE?
Richard Davies -
Chief Operating Officer,
Revolut
Everyone knows that data offers enormous potential to exponentially increase the quality of customer experience and brand commitment. However, the progress in most companies is slower than expected, mainly due to the difficulty or lack of skills in processing big data. Most of the time we don’t really know what we are aiming for, or are focusing all our vision on a small pre-defined problem. How do we actually see the bigger picture and execute the opportunities that will make the biggest impact on solving your customer’s needs? This session will look at how to create the capability to understand meaningful relationships in the data that exists, and be able to predict the likelihood of behaviours with high accuracy, including finding the drivers and inhibitors of customer performance.
13:00 - 14:00
NETWORKING LUNCH
14:00 - 14:30
AI & FINTECH: THE PERFECT MATCH
Harriet Rees -
Head of Data Science,
Starling Bank
This exclusive talk led by Harriet Rees, Head of Data Science at Starling Bank will focus on how Fintech provides the perfect forum for AI to improve customer experience and how Starling Bank is exploring this.
14:30 - 15:00
ONE PLATFORM, ALL DATA: ARCHITECTURE IN, BENEFITS OUT
Sean McMahon -
Head of CRM & Customer Contact,
Belron International
This session will revolve around a case study on building a framework that allows access to all customer data and information to help your organisation and support agents maintain context around all customer interactions. This unified data platform allows for a desirable omnichannel customer experience, where AI and ML can be directly applied on incoming data.
Join Sean to find out how the transformation of this scale is possible without a huge costly overhaul, and what benefits it brings to more informed agents and happier customers. Learn from his journey on building an AI-friendly ecosystem, from getting people on board, to implementation models and lessons learnt.
15:00 - 15:30
TABLE DISCUSSION: IS OMNICHANNEL WORTH IT?
Andy Wilkins -
CEO & Co-Founder of vision4health,
BE Advisory
Is omnichannel simply a cost of doing business nowadays, or could we be spending money elsewhere and achieve similar results? How do you bring the benefits of speed, flexibility, reliability and transparency for your customers without having the right foundations in place?
In your roundtable groups, you will discuss what the deal-breakers and moments of truth are for your customers, and how to make their experience more seamless with or without AI. You will also take the opportunity to assess how what you are doing fits with the omnichannel future.
15:30 - 16:00
NETWORKING AFTERNOON BREAK
16:00 - 17:00
PANEL DISCUSSION: WHERE TO INVEST FIRST IN AI AND WHAT IS REALLY NEEDED?
Mila Milenković -
Head of Digital Innovation & Applications,
Telekom Srbja
Ansi Rona-Bayildiran - Director, Tinderbox Technologies
Jacqueline Mundkur - Sr. Advisor - Consumer & Retail, Customer Engagement Specialist, Transaction Square
Chris Kellner - VP Sales & Partnerships, DigitalGenius
Andy Wilkins - CEO & Co-Founder of vision4health, BE Advisory
This panel discussion gathers years of experience in optimising CX through technology, and is your ultimate go-to session for learning what you need to know when it comes to investing in AI and picking your battles smartly. We will attempt to answer the following questions:
· With plenty of solutions available in the market, if you had to choose one thing - where would you place your investment priority?
· What are the greatest opportunities that this investment brings?
· What are the common risks we can predict and avoid?
· How do you make the case of aligning this investment to greater business objectives and secure cross-functional and cross-level support?
Jacqueline Mundkur
Sr. Advisor - Consumer & Retail, Customer Engagement SpecialistTransaction Square
